Warranty & Support

Official Warranty Coverage

 Hikvision typically only honors warranty claims on products purchased through authorised channels. If you buy from an unauthorised seller (like random online resellers), you may not get support or warranty service.

Firmware Updates

Devices from authorised channels are guaranteed to receive proper firmware updates. Grey market imports often have region-locked firmware that can't be updated or supported.

Genuine Products

Hikvision is a heavily counterfeited brand. Unauthorised sellers may offer fake, used, or refurbished units marketed as new.

Product Traceability

Authorised installers source directly or through verified distributors, ensuring the products are genuine and traceable.

Security Concerns

Cybersecurity Risks

Illegitimate or "grey market" products may have tampered firmware, backdoors, or vulnerabilities. Hikvision devices. especially IP cameras are network-connected and could be exploited if compromised.

Compliance with Local Laws

Authorised installers ensure devices are compliant with your country's regulations and security standards.

A message from Hikvision 

HIKVISION branded trade products are highly technical enterprise grade devices that require substantial product knowledge for the best possible system design, installation, support, and maintenance. In order to better serve our customers and end users, Hikvision has set up an excellent pre and after-sales service system network for technical support and assistance, and only sells products through authorised distributors/wholesalers and installation/integration partners (hereinafter referred as “Authorised Partners”) worldwide. End users should consult these Authorised Partners who provide full support and services including product supply, installation, adjustment and warranty.

Please be aware that HIKVISION branded products purchased from any third party other than our Authorised Partners may be counterfeit, used, defective, or simply not designed for usage in your country. Because we have no means to determine whether these products (if sold by those unauthorised) are used, refurbished, counterfeited, stolen, or otherwise compromised, Hikvision cannot offer a warranty to products sold by parties other than our Authorised Partners, which would in turn affect your access to our full support and services. Parties other than our Authorised Partners would not have the necessary capability to provide appropriate system design, installation, support, maintenance and alike. As reasons stated, we may not be able to help you if you have a problem with an unauthorised dealer or online seller.

Before the purchase of any HIKVISION branded products, we recommend all our installers and system integrators contact the supplier for their Authorised Partner ID and verify the supplier is a Hikvision Authorised Distributor or Hikvision Authorised Wholesaler. This will help ensure the purchased HIKVISION branded products are distributed through official authorised channels.

If you are a consumer who had Hikvision products fitted and installed by a professional installer, we highly recommend you to check with your installer to ensure they have purchased HIKVISION branded products through official authorised channels.